Health care organizations aimed to prove the value of seeking virtual care within an established care delivery system:
Having both physical locations as well as digital services allowed them to provide better, more comprehensive care. There were concerns that patients may choose virtual care services from an alternative provider (such as CVS or a telemedicine only company).
| Administrators used virtual care to engage with younger patients and foster life-course care. By encouraging the use of virtual care:
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“the pledge we made is if you come to one of our virtual urgent cares, and we cannot resolve your visit digital, if you come the same calendar day to one of our physical locations, there's no additional charge for that other one. […] Now you're starting to create a value proposition for people. Versus saying, “Well, I went to CVS and they weren't able to resolve my problem. They gave me an antibiotic,” which maybe that's what you wanted and that's what you're going to get. If we can make a deeper connection that we're there to help you with other things that show up and take a Disney approach, sometimes Disney Plus is good enough. You can just watch Moana. But sometimes I need to physically experience Disney. I think that's a recipe for us to potentially succeed.” | “One of the areas that that the team is focused on right now is how do we engage those commercial patients, so seniors engage with their care pretty steadily you know, for the most part 80/20 rule there but our commercial patients are younger. They are less likely to engage on a regular basis with their physician. I mean if you just if you feel healthy like what's the point kind of thing, though, where we see video visits really helping with that is it a video visit connection with a commercial patient to their physician is low effort from a commercial patient perspective if they're healthy but allows us to stay connected and ensure that they have that PCP relationship. In the event that something does happen.” |
“So, as we think about that 24/7, it is creating access. That is always available for patients that can either resolve or then direct them to that next best level of care and not just direct them to it, but actually make that connection for them and guide them there.” | “On the patient side, I want it to provide options, so you don't have to call your practice, you don't have to wait for months, and you can receive care the way you want to receive it. So some of our patients really have strong relationships with their PCPs and they want to go in the practice. That's great. I want them to have that option. But I also want the populations that tend to trend younger, that don't really want to go to the practice, that don't want to have to call the office, they want to get the answer, to have that option as well.” |